Merseyside Police
Customer Overview
Merseyside Police provide support and policing to the local community, with an aim of creating a safer Merseyside and to continuously improve the quality of service that they provide, Merseyside police require an IT infrastructure they can depend upon.
Polymorph's Role
After investigations into various IT Help Desk solutions, Polymorph were asked to demonstrate the stability, security and scalability of our HelpDeskPro solution and our long term commitment to both the product and our customers.
The Solution
Polymorph's HelpDeskPro solution improves the performance and productivity of an IT support desk through ITIL compliant standards. As well as providing the usual call logging features you would expect from a support desk package, HelpDeskPro goes beyond this by integrating knowledge management, a web based customer facing portal and intuitive reporting.
Complimenting the HelpdeskPro solution was Polymorph's Deployment Assistance package providing support and training throughout system implementation. With Polymorph's highly skilled team of developers HelpDeskPro was also modified to meet Merseyside Police's specific requirements within their IT help desk.
What the new system provides
HelpDeskPro is an advanced IT help desk supporting issues raised by telephone, incoming emails and the web, and uses extensive workflow options to route tickets to the most appropriate technician. In addition, HelpDeskPro uses configurable SLA's to manage the response and fix times for each reported incident.
In brief, HelpDeskPro provides the following functionality :
- Incident Management
- Knowledge Base
- Info-Base
- Asset Register
- Expert Directory
- Customer Profiles
- Web-Based Customer Portal
- Email Management
- Archiving Configuration
Why Polymorph?
Polymorph pride ourselves on our comprehensive range of services, which include strategic consultancy, performance analysis, and the design and supply of bespoke solutions. We partner with the worlds leading suppliers of solutions and products, to ensure a best of breed solution at all times.
"HelpDeskPro is not the player that is a fortune to sign and expensive to keep. It is the solid reliable all rounder that quietly and efficiently gets on with the job. An integral part of the team, which should be the managers first choice".
User Support Manager
Merseyside Police.
